Hackney Man and Van Complaints Procedure

Hackney Man and Van is committed to providing a reliable, professional removals and man and van service. We recognise that, despite our best efforts, problems can sometimes occur. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

We welcome all feedback, including complaints, as an opportunity to improve our services. We aim to handle every concern fairly, consistently and as quickly as possible.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and transparent process for customers who wish to complain about any aspect of our moving or transport services. This may include issues such as punctuality, handling of goods, conduct of staff, communication, charges, or the quality of the overall service provided.

This procedure is designed for individual customers and small business clients who have used our removals or man and van services. It covers complaints made before, during or after a move.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether verbal or written, where you would like us to investigate and respond. Examples include:

Concerns about how your belongings were handled or protected during loading, transport or unloading.

Disagreement about the final cost of a removal compared with an estimate or quotation.

Issues with timekeeping, delays, or failure to follow agreed instructions.

Concerns about the behaviour, attitude or professionalism of members of our team.

Problems relating to communication before, during or after your move.

General feedback that does not require a formal response or investigation will still be acknowledged and used to improve our service, but may not be treated as a formal complaint.

How to Make a Complaint

You can raise a complaint in writing, over the phone, or in person with a member of our team. While we accept complaints in any format, we recommend putting your concerns in writing wherever possible so that both you and our team have a clear record of the issues raised.

When submitting a complaint, please include the following information to help us investigate efficiently:

Your full name and, if applicable, your company name.

The date of your move or booking and any reference number you may have been given.

A clear description of what went wrong, including dates, times and locations where possible.

The names of any staff members involved, if known.

Any photographs, inventories or other documents that support your complaint.

What you would consider to be a reasonable resolution, such as an explanation, apology, correction of an error, or review of charges.

Timescales for Acknowledgement and Response

We aim to acknowledge all complaints promptly. Our typical timescales are as follows:

We will normally acknowledge your complaint within five working days of receiving it.

We will aim to provide a full written response within twenty working days.

If your complaint is complex or involves third parties, we may need more time to investigate. In these cases, we will let you know the reason for the delay and provide an updated timescale for our response.

How We Investigate Complaints

Once we receive your complaint, we will assign a member of our team to review the matter. The person responsible for investigating will usually:

Review your booking details, correspondence, job sheets and any related documentation.

Speak to the team members involved in the move or service.

Assess any evidence you have provided, such as photos or inventories.

Compare what happened against our internal procedures and service standards.

Based on this investigation, we will decide whether your complaint is upheld in full, upheld in part, or not upheld.

Our Response and Possible Outcomes

When our investigation is complete, we will provide you with a clear and detailed response that sets out:

A summary of your complaint.

The steps we took to investigate.

Our findings and conclusions.

Any actions we will take as a result.

Depending on the outcome, our response may include one or more of the following:

An explanation of what happened and why.

A sincere apology where we have fallen short of our standards.

Steps we will take to prevent similar issues in future, such as additional training or changes to processes.

Where appropriate and at our discretion, a gesture of goodwill or financial adjustment, in line with our terms and conditions and any applicable insurance or liability arrangements.

If You Are Not Satisfied With the Outcome

If you are unhappy with the initial outcome of your complaint, you may request a review. Your complaint will then be reconsidered, where possible, by a senior member of our team who was not directly involved in the original investigation.

When requesting a review, please explain why you are dissatisfied with the original decision and provide any additional information you believe is relevant. We will aim to complete this review and respond within twenty working days.

We are committed to dealing with all complaints fairly and reasonably. However, there may be occasions where, despite our best efforts, we are unable to reach an agreement. In such cases, our final response will clearly state that it is our final position on the matter.

Unreasonable or Abusive Behaviour

We recognise that making a complaint can be stressful, particularly if something has gone wrong during a move. We always aim to be courteous and respectful and we expect the same in return. We will not tolerate abusive, threatening or discriminatory behaviour towards our staff. Where behaviour is unreasonable, we may limit or restrict communication.

Using Feedback to Improve Our Service

Every complaint, regardless of outcome, is logged and reviewed. We use this information to identify trends, highlight areas for training and refine our procedures. Our goal is to provide a dependable removals and man and van service that customers can trust, and learning from complaints is an important part of that commitment.

This complaints procedure does not affect your statutory rights. If you have any questions about how to raise a concern or how your complaint will be handled, you can contact our team for clarification before submitting a formal complaint.